We are on a mission to rid the world of bad customer service by “mobilizing” the way help is delivered. Today’s consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps B2B brands deliver this modern customer service experience through a mobile-first approach. We have changed how conversations take place, moving the conversation away from a slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with brands in their own time. Through our market-leading AI-powered chatbots and automation, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers with automation and AI that simply works. Companies such as Scopely, Supercell, Brex, EA, Square along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery. Over 900 million active monthly consumers are enabled on 2B+ devices worldwide with Helpshift. Some numbers that illustrate our scale: 85k/rps 30ms response time 300 GB data transfer/hour 1000 VMs deployed at peak About the team - Consumers care first and foremost about having their time valued by brands. Brands need insights into their customer service operation to serve their consumers effectively. Such insights and analytics are delivered through various data products like in-app analytics dashboards and data-sharing integrations. The data platform team is responsible for designing, building, and maintaining the data infrastructure that enables such data and analytics products at scale. We build and manage data pipelines, databases, and other data structures to ensure that the data is reliable, accurate, and easily accessible. We also enable internal stakeholders with business intelligence and machine learning teams with data ops. This team manages the platform that handles 2 Million events per minute and processes 1+ terabytes of data daily. About Role - Building maintainable data pipelines both for data ingestion and operational analytics for data collected from 2 billion devices and 900M Monthly active users Building customer-facing analytics products that deliver actionable insights and data, easily detect anomalies Collaborating with data stakeholders to see what their data needs are and being a part of the analysis process Write design specifications, test, deployment, and scaling plans for the data pipelines Mentor people in the team & organization Requirements: 3+ years of experience in building and running data pipelines that scale for TBs of data Proficiency in high-level object-oriented programming language (Python or Java) is must Experience in Cloud data platforms like Snowflake and AWS, EMR/Athena is a must Experience in building modern data lakehouse architectures using Snowflake and columnar formats like Apache Iceberg/Hudi, Parquet, etc Proficiency in Data modeling, SQL query profiling, and data warehousing skills is a must Experience in distributed data processing engines like Apache Spark, Apache Flink, Datalfow/Apache Beam, etc Knowledge of workflow orchestrators like Airflow, Dasgter, etc is a plus Data visualization skills are a plus (PowerBI, Metabase, Tableau, Hex, Sigma, etc) Excellent verbal and written communication skills Bachelor’s Degree in Computer Science (or equivalent) Benefits: Hybrid setup Worker's insurance Paid Time Offs Other employee benefits to be discussed by our Talent Acquisition team in India. Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status Privacy Notice By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice. Show more Show less
About Us: Keywords Studio, bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service product, companies can resolve issues efficiently, boosting customer satisfaction in the process. Companies such as Supercell, Scopely, Rovio, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on 2 billion+ devices worldwide and serves more than 820 million active consumers. Some numbers that illustrate our scale: 85k/RPS 30ms response time 300 GB data transfer/hour 1000 VMs deployed at peak We are looking for an ambitious, experienced, driven and solution orientated individual that thrives in a fast-paced, cutting-edge, technology-driven environment. You will be an integral part of our product and platform development team, collaborating with multiple teams to deliver high-quality and highly scalable products. Role: 8+ years of medium to large-scale software development experience. Strong knowledge of designing and architecting complex systems. Experience with benchmarking systems for performance, and failure detection. Track record of mentoring and onboarding engineers. Experience with project management and related tools and frameworks. Knowledge of Posix compliant operating systems (we develop on Mac OS X and deploy on GNU/Linux). Excellent problem-solving skills and a proactive approach to issue resolution. Excellent verbal and written communication skills. Bachelor’s degree in Computer Science (or equivalent). Nice to Have: Exposure to project management and related tools. Experience of working with Product Managers and Designers. About the role: Design and develop large and complex product features that are delivered to 820M monthly active users and can scale to 100K+ RPS. Lead cross-team projects and collaborate with developers, QAs, and other departments. Take ownership of the product’s architecture, performance, and quality. Ensure that the right architecture, design, and technical decisions are taken by the developers in the team. Take initiatives to ensure that the best practices for software development are followed by the team. Optimize application for maximum speed and scalability. Contribute to hiring and onboarding processes. Keep calm and learn every day. Benefits: Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Privacy Notice By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice . Show more Show less
About the role Domain Understanding: 5-7 years of experience as product manager in B2B tech space for commercially successful B2B products. Demonstrated deep knowledge of customer service and help desk processes and methods. Product management experience with software is a must. Product Management Excellence: Managed products for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS using agile methodologies. Market Listening and Knowing the Customer: 3-4 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives. Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences. Problem Solving: Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking. Focused and disciplined: strong ability to prioritize, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn’t get easily distracted. Data-driven yet biased to action: knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess. Understands the importance of speed and doesn’t get bogged down by ambiguity or analysis paralysis. Mandatory Experience: Must have work experience as a PM/PM-II for products from at least 1 of the following areas: i)API & Integration ii)Gaming Consoles
About the role Domain Understanding: 5-7 years of experience as product manager in B2B tech space for commercially successful B2B products. Demonstrated deep knowledge of customer service and help desk processes and methods. Product management experience with software is a must. Product Management Excellence: Managed products for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS using agile methodologies. Market Listening and Knowing the Customer: 3-4 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives. Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences. Problem Solving: Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking. Focused and disciplined: strong ability to prioritize, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn’t get easily distracted. Data-driven yet biased to action: knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess. Understands the importance of speed and doesn’t get bogged down by ambiguity or analysis paralysis. Mandatory Experience: Must have work experience as a PM/PM-II for products from at least 1 of the following areas: i)API & Integration ii)Gaming Consoles
Role: Achieve strong product market fit with a simple-to-use, but high-quality solution for our end-user personas. Incorporated disciplined customer discovery techniques and user-centered approach to product design, aligned to our focused GTM strategy. Delivered a 3-4X increase in End-user adoption/usage. Effectively define product requirements by leveraging deep domain knowledge of End-user users, frequent customer validation throughout the PM life cycle (discovery, design, pre-sales, post-sales, adoption, usage, expansion, and renewal), Customer Advisory feedback, Product Council feedback and product usage data to solve end-user’s most pressing pains. Effectively communicate OKR-based requirements to Engineering, collaborate well with Design, Development, and Quality through the entire product management life cycle, and provide ongoing visibility with proper expectation setting with internal stakeholders and customers. Measure by on-time delivery, low customer found defects/bugs, and increase adoption/usage by end users. Drive the defined vision and strategy for the End-user Experience and maintain differentiation with superior design and/or functionality that helps End-user effectively access in-app Help & Support services. Drive the product roadmap for End-user Experience aligned to our market expansion strategy while maintaining customer happiness, measured by improved win rates against Zendesk (25% increase in wins) in new/existing market segments while maintaining low churn (less than 10% of customers switching to a different helpdesk/End-user experience tool). Partner with product marketing, sales, and customer success to execute on growth and adoption of the End-user Experience and deliver on low cost of implementation and support. Measure by decrease in trouble tickets and zero/minimal CS implementation hours. Effectively managed customer issues and expectations through direct engagement with customers, sales, and CS to drive share roadmap, resolve product issues, and to deliver on product commitments on time and according to customers’ expectations. Requirement: Domain Understanding : 3-5 years of experience as product manager in B2B tech space for commercially successful B2B products. Demonstrated deep knowledge of customer service and help desk processes and methods. Product management experience with software is a must. Product Management Excellence : Managed products for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS using agile methodologies. Market Listening and Knowing the Customer : 3-4 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives. Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences. Problem Solving: Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking. Focused and disciplined: strong ability to prioritise, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn’t get easily distracted. Data-driven yet biased to action: knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess. Understands the importance of speed and doesn’t get bogged down by ambiguity or analysis paralysis. Strategic: Ability to see and plan for mid- and long-term, connecting priorities to the company/product vision and roadmap, and translating that to actions and priorities for product teams. Integrity : behaves consistently based on high moral standards, does the right thing, leads with intellectual honesty. Chasing excellence : goes to extraordinary lengths to deliver great outcomes, open to feedback and new ideas, personal improvement, always raising the bar. Can lift up the team as a result. Strong collaborator: high EQ and sense of empathy. Knows how to disagree-and-commit, can break down organisational barriers.
We are on a mission to rid the world of bad customer service by “mobilizing” the way help is delivered. Today’s consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps B2B brands deliver this modern customer service experience through a mobile-first approach. We have changed how conversations take place, moving the conversation away from a slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with brands in their own time. Through our market-leading AI-powered chatbots and automation, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers with automation and AI that simply works. Companies such as Scopely, Supercell, Brex, EA, Square along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery. Over 900 million active monthly consumers are enabled on 2B+ devices worldwide with Helpshift. Some numbers that illustrate our scale: 85k/rps 30ms response time 300 GB data transfer/hour 1000 VMs deployed at peak About the team - Consumers care first and foremost about having their time valued by brands. Brands need insights into their customer service operation to serve their consumers effectively. Such insights and analytics are delivered through various data products like in-app analytics dashboards and data-sharing integrations. The data platform team is responsible for designing, building, and maintaining the data infrastructure that enables such data and analytics products at scale. We build and manage data pipelines, databases, and other data structures to ensure that the data is reliable, accurate, and easily accessible. We also enable internal stakeholders with business intelligence and machine learning teams with data ops. This team manages the platform that handles 2 Million events per minute and processes 1+ terabytes of data daily. About Role - Building maintainable data pipelines both for data ingestion and operational analytics for data collected from 2 billion devices and 900M Monthly active users Building customer-facing analytics products that deliver actionable insights and data, easily detect anomalies Collaborating with data stakeholders to see what their data needs are and being a part of the analysis process Write design specifications, test, deployment, and scaling plans for the data pipelines Mentor people in the team & organization Requirements: 3+ years of experience in building and running data pipelines that scale for TBs of data Proficiency in high-level object-oriented programming language (Python or Java) is must Experience in Cloud data platforms like Snowflake and AWS, EMR/Athena is a must Experience in building modern data lakehouse architectures using Snowflake and columnar formats like Apache Iceberg/Hudi, Parquet, etc Proficiency in Data modeling, SQL query profiling, and data warehousing skills is a must Experience in distributed data processing engines like Apache Spark, Apache Flink, Datalfow/Apache Beam, etc Knowledge of workflow orchestrators like Airflow, Dasgter, etc is a plus Data visualization skills are a plus (PowerBI, Metabase, Tableau, Hex, Sigma, etc) Excellent verbal and written communication skills Bachelor’s Degree in Computer Science (or equivalent) Benefits: Hybrid setup Worker's insurance Paid Time Offs Other employee benefits to be discussed by our Talent Acquisition team in India. Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status Privacy Notice By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.
Helpshift bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Tencent, Supercell, Coupons.com and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly. Role: Design Test Plans, Test Specifications and Test Cases for Product features. Take ownership of feature testing and drive to completion. Identify challenges, risks and provide test estimates for feature testing. Execute regression test suites. Perform exploratory testing. Driving and maintaining the automation test suites. Maximise test coverage for the most critical features of the system using automation. Hands on experience in version control systems like Git or SVN is a must. Required skills: 3-5 years of experience in software testing and engineering. MUST have experience working in Product company. Strong knowledge about Testing strategies and test case designing. Proficiency in one of the programming/scripting languages is a must : C++/Java/JSHands on experience in API testing and automation using Postman, Restassured or any other equivalent tool. Should have working knowledge about web/mobile automation tools like selenium, appium, ui-automator or equivalent tool. Knowledge of Performance and Security testing will be an added advantage.
About Us Helpshift - A Keywords Studio, bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service product, companies can resolve issues efficiently, boosting customer satisfaction in the process. Companies such as Supercell, Scopely, Rovio, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on 2 billion+ devices worldwide and serves more than 820 million active consumers. Some numbers that illustrate our scale: 85k/RPS 30ms response time 300 GB data transfer/hour 1000 VMs deployed at peak We are looking for an ambitious, experienced, driven and solution orientated individual that thrives in a fast-paced, cutting-edge, technology-driven environment. You will be an integral part of our product and platform development team, collaborating with multiple other teams to deliver delightful high-quality and highly scalable products and experiences. Responsibilities Design and develop product features that are delivered to 820M monthly active users Take ownership of the product features and be responsible for its quality. Write clean code with proper test coverage. Review others’ code and ensure that it is up to organization standards. Mentor junior members of the team. Build reusable modules and libraries for future use. Optimize application for maximum speed and scalability. Ensure the technical feasibility of UI/UX designs. Identify and correct bottlenecks and fix bugs. Participate in the hiring process. Keep calm and learn every day. Nice to Have Experience in CSS frameworks like Sass, Tailwind, and Redux. Experience in working with large frontend applications. Knowledge of backend development and tools. Requirements 4+ years of experience in writing client-side JavaScript, developing medium to large scale client side applications. Proficient understanding of modern web tech stack including HTML5, CSS3, and ES6. Strong understanding of ReactJS and Flux architecture. Familiarity with build tools like Webpack, Babel, and Gulp. Proficient understanding of cross-browser compatibility issues and ways to work around them. Knowledge of frontend optimisation techniques and tools (eg. Lighthouse). Proficient with Git. Experience in writing unit and integration tests. Excellent problem-solving skills and a proactive approach to issue resolution. Excellent verbal and written communication skills. Bachelor’s degree in Computer Science (or equivalent).
About the Team: DevOps team is at the core of Helpshift engineering. We have a centralised DevOps team in Helpshift and that essentially means we have our technical depth both horizontally and vertically. We’re responsible for creating, maintaining, scaling and securing infrastructure used by many teams for critical workloads. DevOps team work in following areas: Production & Development Infrastructure Provisioning and Maintenance Database Infrastructure Automations Core Infrastructure (Scalability, Performance & Optimisation) Security & Compliance Engineering Processes You’ll be in a team that maintains, builds and scale infrastructure that will host the production workload as well as support internal engineering teams. You’ll make decisions with a significant impact on Helpshift. Responsibilities: Design, implement, and maintain secure CI/CD pipelines for automating deployment, configuration, and testing processes. Own Helpshift production services and ensure complete monitoring coverage, troubleshoot and fix production issues. Build a seamless zero-downtime process to upgrade our core infrastructure (ScyllaDB, Elasticsearch, Kafka, MongoDB, Redis)Move us to a region with no downtime. Build a cloud infrastructure that’ll be easy to move to a different cloud service provider. Collaborate with development and operations teams to integrate security practices into the software development lifecycle. Conduct regular security assessments, vulnerability scans, and penetration testing to identify and mitigate security risks. Develop and maintain infrastructure as code (IaC) templates for provisioning and configuring cloud resources securely. Monitor and respond to production incidents, including investigation, containment, and remediation activities. Stay up-to-date with the latest security threats, vulnerabilities, and best practices, and make recommendations for continuous improvement. You will play a pivotal role in ensuring the security, scalability, and reliability of our infrastructure and applications. You will collaborate closely with cross-functional teams to implement security best practices throughout the development lifecycle, automate security processes, and enhance our overall DevSecOps capabilities. Mentor Junior Team members Requirements Relevant experience of 5+ years and above. In-depth knowledge of running/managing UNIX-like operating systems (we use Ubuntu). Strong knowledge of networking protocols, security architectures, and identity and access management (IAM) principles. Experience with containerisation technologies (e.g., Docker, Kubernetes) and securing containerised environments. Experience in Designing and building solutions that are highly scalable, fault tolerant and cost-effective Experience of various FOSS tools for monitoring, graphing, capacity planning, and logging. Experience with IaaC tools like Ansible, Puppet, Terraform. Experience with Cloud Computing platforms like Amazon AWS, Google Cloud Platform, Heroku. Experience with managing NoSQL and RDBMS Experience with queuing systems (Kafka, RabbitMQ) and Big data platforms (Hadoop) Good programming skills with focus on scripting (Python, Shell, Perl). Ability to analyse bottlenecks in architecture and quickly debug to reach resolution for issues Have an automation mindset and ability to reason and work with complex systems. Excellent communication and documentation skills Quick learner and good mentor for junior team members
At Helpshift, we have 5 Leadership Principles that we integrate into our every day, and use to guide us in our goals. These principles reflect who we are as part Keywords Studios, and to show who we are when we come together, collectively, with other studios to achieve success: Power of Partnerships: We collaborate with our clients as an extension of their team. With shared passion and purpose, we proactively support them in bringing their stories to life. One Keywords: We believe in a network with efficiency at its core. Combining the strength of a global platform with the agility of local studios creates our superpower. Raise the Game: We embrace technology, innovation and our entrepreneurial spirit to help our clients and the industry thrive. Leveraging the sum of our experience brings new value to gaming and beyond. Embrace an Open World: We champion diversity of talent and ideas from every corner of our global community. Inclusivity makes us stronger and enables us to deliver world-class entertainment creation to our partners. Trust through Transparency: We pursue open and honest relationships with our people, clients and communities. Clear and authentic communication is foundational as we create success together. Helpshift is a SaaS platform that enables companies to provide a seamless customer support experience within the app! We are installed on over 2 billion devices and serve over 900 Million active users every month while enabling over ~7 Million conversations every month. You will work on projects that impact these conversations in order to bring maximum value to the consumer. As an Engineering Manager you will get a chance to work with and manage a technically rigorous but fun team of engineers. Our engineers are product minded ( https://blog.pragmaticengineer.com/the-product-minded-engineer/ ) and take deep care about shipping quality features and maintaining our systems. Please check out our Engineering Blog: Helpshift Engineering to get a sense of all the interesting work going on at Helpshift. About the role: You will be leading the team responsible for workflow enhancements like chatbots and auto-assignment systems while integrating with AI features. Evaluate software solutions and system performance, as well as supervising the software development team. Lead the team in working towards the stability, scalability and resiliency of the Helpshift platform Manage the development, deployment, and integration of software solutions. Strive to improve performance, efficiency and sustainability of product. Advocate on behalf of team members Demonstrate patience and use effective explanations when mentoring junior software developers. Plan and execute strategies for completing projects on time. Determine the need for training and talent development. Hire team members and contractors. Display strong work ethics. Be a team player with a strong sense of ownership and collaboration. Collaborate with other team leaders and departments. Qualifications: Bachelor's degree in software engineering, computer science, information systems, information technology, or similar. 5+ years of experience in software development. 3+ years experience in team management. Ability to mentor junior software developers, as well as to collaborate with all stakeholders. Leadership, team building, and mentoring skills Exceptional interpersonal and communication skills. In-depth knowledge of at least one programming language such as Java, Clojure, Python or JavaScript. Production experience of systems using Elasticsearch, Kafka, Redis Ability to keep up with software industry trends and innovation. Nice to have: Have experience in managing 10+ engineers Proficiency in documenting processes and monitoring performance metrics. Knowledge of functional programming is a plus. (We use Clojure) Experience in working with any one of MongoDB, Redis, Elasticsearch, Kafka or Postgresql at scale is good to have.
About Us Helpshift - A Keywords Studio, bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service product, companies can resolve issues efficiently, boosting customer satisfaction in the process. Companies such as Supercell, Scopely, Rovio, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on 2 billion+ devices worldwide and serves more than 820 million active consumers. Some numbers that illustrate our scale: 85k/RPS 30ms response time 300 GB data transfer/hour 1000 VMs deployed at peak We are looking for an ambitious, experienced, driven and solution orientated individual that thrives in a fast-paced, cutting-edge, technology-driven environment. You will be an integral part of our product and platform development team, collaborating with multiple other teams to deliver delightful high-quality and highly scalable products and experiences. Responsibilities Design and develop product features that are delivered to 820M monthly active users Take ownership of the product features and be responsible for its quality. Write clean code with proper test coverage. Review others’ code and ensure that it is up to organization standards. Mentor junior members of the team. Build reusable modules and libraries for future use. Optimize application for maximum speed and scalability. Ensure the technical feasibility of UI/UX designs. Identify and correct bottlenecks and fix bugs. Participate in the hiring process. Keep calm and learn every day. Nice to Have Experience in CSS frameworks like Sass, Tailwind, and Redux. Experience in working with large frontend applications. Knowledge of backend development and tools. Requirements 4+ years of experience in writing client-side JavaScript, developing medium to large scale client side applications. Proficient understanding of modern web tech stack including HTML5, CSS3, and ES6. Strong understanding of ReactJS and Flux architecture. Familiarity with build tools like Webpack, Babel, and Gulp. Proficient understanding of cross-browser compatibility issues and ways to work around them. Knowledge of frontend optimisation techniques and tools (eg. Lighthouse). Proficient with Git. Experience in writing unit and integration tests. Excellent problem-solving skills and a proactive approach to issue resolution. Excellent verbal and written communication skills. Bachelor’s degree in Computer Science (or equivalent).
About the Team: DevOps team is at the core of Helpshift engineering. We have a centralised DevOps team in Helpshift and that essentially means we have our technical depth both horizontally and vertically. We’re responsible for creating, maintaining, scaling and securing infrastructure used by many teams for critical workloads. DevOps team work in following areas: Production & Development Infrastructure Provisioning and Maintenance Database Infrastructure Automations Core Infrastructure (Scalability, Performance & Optimisation) Security & Compliance Engineering Processes You’ll be in a team that maintains, builds and scale infrastructure that will host the production workload as well as support internal engineering teams. You’ll make decisions with a significant impact on Helpshift. Responsibilities: Design, implement, and maintain secure CI/CD pipelines for automating deployment, configuration, and testing processes. Own Helpshift production services and ensure complete monitoring coverage, troubleshoot and fix production issues. Build a seamless zero-downtime process to upgrade our core infrastructure (ScyllaDB, Elasticsearch, Kafka, MongoDB, Redis)Move us to a region with no downtime. Build a cloud infrastructure that’ll be easy to move to a different cloud service provider. Collaborate with development and operations teams to integrate security practices into the software development lifecycle. Conduct regular security assessments, vulnerability scans, and penetration testing to identify and mitigate security risks. Develop and maintain infrastructure as code (IaC) templates for provisioning and configuring cloud resources securely. Monitor and respond to production incidents, including investigation, containment, and remediation activities. Stay up-to-date with the latest security threats, vulnerabilities, and best practices, and make recommendations for continuous improvement. You will play a pivotal role in ensuring the security, scalability, and reliability of our infrastructure and applications. You will collaborate closely with cross-functional teams to implement security best practices throughout the development lifecycle, automate security processes, and enhance our overall DevSecOps capabilities. Mentor Junior Team members Requirements Relevant experience of 5+ years and above. In-depth knowledge of running/managing UNIX-like operating systems (we use Ubuntu). Strong knowledge of networking protocols, security architectures, and identity and access management (IAM) principles. Experience with containerisation technologies (e.g., Docker, Kubernetes) and securing containerised environments. Experience in Designing and building solutions that are highly scalable, fault tolerant and cost-effective Experience of various FOSS tools for monitoring, graphing, capacity planning, and logging. Experience with IaaC tools like Ansible, Puppet, Terraform. Experience with Cloud Computing platforms like Amazon AWS, Google Cloud Platform, Heroku. Experience with managing NoSQL and RDBMS Experience with queuing systems (Kafka, RabbitMQ) and Big data platforms (Hadoop) Good programming skills with focus on scripting (Python, Shell, Perl). Ability to analyse bottlenecks in architecture and quickly debug to reach resolution for issues Have an automation mindset and ability to reason and work with complex systems. Excellent communication and documentation skills Quick learner and good mentor for junior team members
Product Manager II At Helpshift, we have 5 Leadership Principles that we integrate into our every day, and use to guide us in our goals. These principles reflect who we are as part Keywords Studios, and to show who we are when we come together, collectively, with other studios to achieve success: Power of Partnerships: We collaborate with our clients as an extension of their team. With shared passion and purpose, we proactively support them in bringing their stories to life. One Keywords: We believe in a network with efficiency at its core. Combining the strength of a global platform with the agility of local studios creates our superpower. Raise the Game: We embrace technology, innovation and our entrepreneurial spirit to help our clients and the industry thrive. Leveraging the sum of our experience brings new value to gaming and beyond. Embrace an Open World: We champion diversity of talent and ideas from every corner of our global community. Inclusivity makes us stronger and enables us to deliver world-class entertainment creation to our partners. Trust through Transparency: We pursue open and honest relationships with our people, clients and communities. Clear and authentic communication is foundational as we create success together. As Product Manager II, you will Deliver an innovative, simple, and differentiated product experience that end-users love, adopt, and can’t live without. The product provides value, ease of use and feasibility to end-user personas while giving them simple yet effective ways to get Help & Support. You will be measured on achieving strong product-market fit for Helpshift’s platform. You will achieve these goals by leveraging deep customer, market, and technology knowledge, and by practicing disciplined, user centered product management that delivered on product excellence. About the role: Domain Understanding : 5-7 years of experience as product manager in B2B tech space for commercially successful B2B products. Demonstrated deep knowledge of customer service and help desk processes and methods. Product management experience with software is a must. Product Management Excellence : Managed products for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS using agile methodologies. Market Listening and Knowing the Customer : 3-4 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives. Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences. Problem Solving: Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking. Focused and disciplined: strong ability to prioritize, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn’t get easily distracted. Data-driven yet biased to action: knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess. Understands the importance of speed and doesn’t get bogged down by ambiguity or analysis paralysis. Mandatory Experience: Must have work experience as a PM/PM-II for products from at least 1 of the following areas: API & Integration Gaming Consoles
Product Manager II At Helpshift, we have 5 Leadership Principles that we integrate into our every day, and use to guide us in our goals. These principles reflect who we are as part Keywords Studios, and to show who we are when we come together, collectively, with other studios to achieve success: Power of Partnerships: We collaborate with our clients as an extension of their team. With shared passion and purpose, we proactively support them in bringing their stories to life. One Keywords: We believe in a network with efficiency at its core. Combining the strength of a global platform with the agility of local studios creates our superpower. Raise the Game: We embrace technology, innovation and our entrepreneurial spirit to help our clients and the industry thrive. Leveraging the sum of our experience brings new value to gaming and beyond. Embrace an Open World: We champion diversity of talent and ideas from every corner of our global community. Inclusivity makes us stronger and enables us to deliver world-class entertainment creation to our partners. Trust through Transparency: We pursue open and honest relationships with our people, clients and communities. Clear and authentic communication is foundational as we create success together. As Product Manager II, you will Deliver an innovative, simple, and differentiated product experience that end-users love, adopt, and can’t live without. The product provides value, ease of use and feasibility to end-user personas while giving them simple yet effective ways to get Help & Support. You will be measured on achieving strong product-market fit for Helpshift’s platform. You will achieve these goals by leveraging deep customer, market, and technology knowledge, and by practicing disciplined, user centered product management that delivered on product excellence. About the role: Domain Understanding : 5-7 years of experience as product manager in B2B tech space for commercially successful B2B products. Demonstrated deep knowledge of customer service and help desk processes and methods. Product management experience with software is a must. Product Management Excellence : Managed products for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS using agile methodologies. Market Listening and Knowing the Customer : 3-4 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives. Great communicator who can hold his/her own with executive customers and audiences, while influencing and connecting with user-level technical audiences. Problem Solving: Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking. Focused and disciplined: strong ability to prioritize, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn’t get easily distracted. Data-driven yet biased to action: knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess. Understands the importance of speed and doesn’t get bogged down by ambiguity or analysis paralysis. Mandatory Experience: Must have work experience as a PM/PM-II for products from at least 1 of the following areas: API & Integration Gaming Consoles
About Us Helpshift - A Keywords Studio, bridges the disconnect between conventional customer service channels — such as email and phone support — and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered customer service product, companies can resolve issues efficiently, boosting customer satisfaction in the process. Companies such as Supercell, Scopely, Rovio, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on 2 billion+ devices worldwide and serves more than 820 million active consumers. Some numbers that illustrate our scale: 85k/RPS 30ms response time 300 GB data transfer/hour 1000 VMs deployed at peak We are looking for an ambitious, experienced, driven and solution orientated individual that thrives in a fast-paced, cutting-edge, technology-driven environment. You will be an integral part of our product and platform development team, collaborating with multiple other teams to deliver delightful high-quality and highly scalable products and experiences. Responsibilities Design and develop product features that are delivered to 820M monthly active users Take ownership of the product features and be responsible for its quality. Write clean code with proper test coverage. Review others’ code and ensure that it is up to organization standards. Mentor junior members of the team. Build reusable modules and libraries for future use. Optimize application for maximum speed and scalability. Ensure the technical feasibility of UI/UX designs. Identify and correct bottlenecks and fix bugs. Participate in the hiring process. Keep calm and learn every day. Nice to Have Experience in CSS frameworks like Sass, Tailwind, and Redux. Experience in working with large frontend applications. Knowledge of backend development and tools. Requirements 4+ years of experience in writing client-side JavaScript, developing medium to large scale client side applications. Proficient understanding of modern web tech stack including HTML5, CSS3, and ES6. Strong understanding of ReactJS and Flux architecture. Familiarity with build tools like Webpack, Babel, and Gulp. Proficient understanding of cross-browser compatibility issues and ways to work around them. Knowledge of frontend optimisation techniques and tools (eg. Lighthouse). Proficient with Git. Experience in writing unit and integration tests. Excellent problem-solving skills and a proactive approach to issue resolution. Excellent verbal and written communication skills. Bachelor’s degree in Computer Science (or equivalent).
About the Team: DevOps team is at the core of Helpshift engineering. We have a centralised DevOps team in Helpshift and that essentially means we have our technical depth both horizontally and vertically. We’re responsible for creating, maintaining, scaling and securing infrastructure used by many teams for critical workloads. DevOps team work in following areas: Production & Development Infrastructure Provisioning and Maintenance Database Infrastructure Automations Core Infrastructure (Scalability, Performance & Optimisation) Security & Compliance Engineering Processes You’ll be in a team that maintains, builds and scale infrastructure that will host the production workload as well as support internal engineering teams. You’ll make decisions with a significant impact on Helpshift. Responsibilities: Design, implement, and maintain secure CI/CD pipelines for automating deployment, configuration, and testing processes. Own Helpshift production services and ensure complete monitoring coverage, troubleshoot and fix production issues. Build a seamless zero-downtime process to upgrade our core infrastructure (ScyllaDB, Elasticsearch, Kafka, MongoDB, Redis)Move us to a region with no downtime. Build a cloud infrastructure that’ll be easy to move to a different cloud service provider. Collaborate with development and operations teams to integrate security practices into the software development lifecycle. Conduct regular security assessments, vulnerability scans, and penetration testing to identify and mitigate security risks. Develop and maintain infrastructure as code (IaC) templates for provisioning and configuring cloud resources securely. Monitor and respond to production incidents, including investigation, containment, and remediation activities. Stay up-to-date with the latest security threats, vulnerabilities, and best practices, and make recommendations for continuous improvement. You will play a pivotal role in ensuring the security, scalability, and reliability of our infrastructure and applications. You will collaborate closely with cross-functional teams to implement security best practices throughout the development lifecycle, automate security processes, and enhance our overall DevSecOps capabilities. Mentor Junior Team members Requirements Relevant experience of 5+ years and above. In-depth knowledge of running/managing UNIX-like operating systems (we use Ubuntu). Strong knowledge of networking protocols, security architectures, and identity and access management (IAM) principles. Experience with containerisation technologies (e.g., Docker, Kubernetes) and securing containerised environments. Experience in Designing and building solutions that are highly scalable, fault tolerant and cost-effective Experience of various FOSS tools for monitoring, graphing, capacity planning, and logging. Experience with IaaC tools like Ansible, Puppet, Terraform. Experience with Cloud Computing platforms like Amazon AWS, Google Cloud Platform, Heroku. Experience with managing NoSQL and RDBMS Experience with queuing systems (Kafka, RabbitMQ) and Big data platforms (Hadoop) Good programming skills with focus on scripting (Python, Shell, Perl). Ability to analyse bottlenecks in architecture and quickly debug to reach resolution for issues Have an automation mindset and ability to reason and work with complex systems. Excellent communication and documentation skills Quick learner and good mentor for junior team members